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The growth of the global business process management (BPM) industry was estimated to be $242.46 billion in 2022. The demand or process automation and AI will ensure that it grows at 5.7% year-over-year. Robotic process automation, AI, real-time analytics, and chatbots) and changing business models including digital platforms and cloud computing co...

This edition of the Life Science, Health & Wellness Technology Opportunity Engine (TOE) provides strategic insights into frontier innovations redefining therapeutic development, precision diagnostics, and immune modulating interventions. It showcases breakthroughs across engineered phage therapeutics, intracellular peptide platforms, advanced gene ...

This edition of the Life Science, Health & Wellness Technology Opportunity Engine (TOE) provides a comprehensive overview of breakthrough innovations transforming respiratory medicine, liver regeneration, metabolic disease management, infectious disease therapeutics, neurological disorders, cardiovascular risk reduction, oncology workflows, and nex...

This Frost Radar™ highlights an industry in the midst of a profound transformation. The foundational layers of signature, identity, and integrity are converging into a unified framework for trusted digital interaction, increasingly powered by AI and beginning to be secured by the first wave of post‑quantum cryptography. The European Digital Identit...

Communications platform as a service (CPaaS) has become foundational infrastructure for digital business, embedding programmable voice, messaging, and video into the applications where customers and employees engage. Enterprises are rearchitecting their communication workflows around programmable interfaces that unify data, intelligence, and automa...

The global building construction market is expected to grow steadily from $8.89 trillion in 2025 to $10.56 trillion by 2031, at a 2.9% CAGR, supported by urbanization, housing demand, industrial expansion, and investment in data centers, healthcare facilities, logistics hubs, and advanced manufacturing assets. While growth remains positive, the mar...

This research measures the future impact of COVID-19 on the global Big Data Analytics (BDA) market. The embedded ecosystem has led to a hyper-connected world and growth of the Internet of Things (IoT). Thanks to ubiquitous networks, IoT has connected all manner of endpoints and unveiled a treasure trove of data. This unprecedented volume of data ha...

Precision medicine is transitioning toward wider acceptance, due to mounting payer pressures and regulatory changes that are shifting pharma businesses from prescriptive to more predictive and personalized models. Emergence of value-based reimbursement models and healthcare consumerism trends are helping move the treatment model from ‘one-size-fits...

21 Oct 2021  |  Europe  |  Customer Research

Impact of COVID-19 on Healthcare Contact Centers

Acceleration in WAHA, Self-Service & Cloud Investments

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The healthcare industry was hit hard by the pandemic as it tackled the toughest of challenges around the globe- slowing down the virus, managing hospital capacity, keeping its staff safe, and ensuring patient privacy and confidentiality. Contact centers were busy far beyond capacity, driving organizations of all sizes to accelerate investments in s...